I bought a garage door and a patio set from GEM for our Coach House. Paid in full. Two years later work still not completed.

They installed the garage door incorrectly so the Wi-Fi system doesn’t work. It is apparently missing parts to enable this functionality. GEM had no answers and the installer didn’t know how to install the system. This is on top of the first door being ordered the wrong size, forcing us to live with secured plywood on the opening for a year before the replacement door was provided. When the replacement door arrived, it came without the windows we ordered and paid extra for. Additionally, the hardware - handles and hinges - (which we paid extra for) have not been installed.

The Patio Door set is a complete disaster. There have been three sets of doors built for installation. The owner (and I question if he really is the owner) told me, when the first door set wouldn’t fit, it was because the manufacturer’s CNC machine was incorrectly set. The second set GEM broke the door during installation, and the third set is still awaiting a lock mechanism. Plus, there is damage to the floor tiles from their installation attempts (grout, etc.). From arrival of the first set of doors to the third set being installed was 22 months. The doors were a stock size and stock color.

Customer communication is non existent. The owner blames others – his own sales man, the door manufacturer and then my contractor. He never takes or accepts responsibility. I understand nothing runs smoothly but when you screw up you accept responsibility and move mountains to repair the error and the relationship with the customer. Jim does none of that – he blames everyone else and NEVER returns a call.

Sales person was great, installers terrible, did not seal the windows because the brick was not on, did not mention this to me. Water pour into the basement wall.
The sliding door is a different white from the storm door which is grey and the mesh is coming apart. I was told that if I paid attention in the show room, I would have notice this.
The owner, Jim come up with excuses not solutions. He said he will fix the mesh at his convenience.

Tas at Gem provided us with exactly what we wanted. A beautiful set of windows to match the door that we purchased in October. The installers showed up right on time and proceeded to professionally install and clean up like they hadn't even been here.

I must say that I would definitely recommend Gem Windows and Doors to everyone. I found the process went well and the installation was done smoothly. My parents as well have used Gem Windows and Doors and was also very pleased with the services.

Great experience from start to finish! Visited showroom placed order with Seymore, he showed us sample of door we were looking for, chose color that matched our stucco perfectly. Installer was very helpful, everything was perfect. Thank you GEM

Third time using GEM. They have been in business so long that the owner and I caught up on our lives over the past 10 years. Installed sliding doors (replacing a window) and carefully removed bricks. It looks fantastic. Also replaced another window with one solid pane and it makes it look massive. If I had the $ I would place an order for my remaining windows. When the measurer came (Walter) he repaired my gate that had a broken hinge and the installer (Joe) fixed a window track as courtesies. Melissa did everything to align the schedule with mine.

Replacement sliding patio doors
Recently, the glass seals in our sliding patio doors failed and we were left with moisture constantly undulating between panes like a lava lamp from the 60s. We researched the market for replacement doors and eventually met with Spiros, the owner of GEM Windows & Doors on The Queensway in Etobicoke. He showed us 3 products at 3 different price points and thoroughly explained the features of each. We chose the least expensive unit and then Spiros told us he might be able to get us an equivalent quality product from a different manufacturer for even less money – we were all in. Given current Covid-19 manufacturing issues, our delivery timeline was 4 to 6 weeks. In just about 4 weeks to the day, our product arrived, an installation appointment was scheduled for the next business day, the installers arrived at the prescribed time and completed the job within approximately 3 hours, leaving our room clean and debris-free. The doors appear to be top-notch and now we can actually see through the glass. Thank you Spiros and GEM for a job well done. Mike & Grethe, South Etobicoke

I'm not very pleased with this company and it's response to doing some repairs on windows that they installed 6 years ago. We need replacement parts and it's been over 2 months since they came out to assess the repairs. We also asked for a quote on another window replacement and it was not forthcoming. I do not recommend this company

We had three (3) basement windows installed; we are very pleased with the way they were installed. Joe and Mike were very professional. GEM was always reliable and committed. We were told that it would take a bit longer due to COVID-19 delays, but as soon as it was possible, the windows were installed. The work was done neatly, and efficiently. We certainly would recommend GEM windows.

The installation process was seamless. From initial sales consult with (Tas) to the actual date of delivery and installation, there was an act of professionalism. The actual job was finished in quite a remarkable time. The crew cleaned up and swept the worked area leaving it very clean.